I recently purchased GW2 on ebay. After a week or so of play, the account was banned and arenanet stated that the key I’d bought had been purchased with a stolen credit card.

I asked if I could have a new cd key added to my old account to which arenanet sent the following:

“In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/. "

So I did the above. I bought a new key on 11/21/2012, I applied it to my account. Still banned. Still unable to access the account I’ve now paid over $100 for an account I can’t use.

I have since issued 2 requests to have it changed over or for some explanation and the support team has completely ignored me for over a week now.

I recently purchased GW2 on ebay. After a week or so of play, the account was banned and arenanet stated that the key I’d bought had been purchased with a stolen credit card.

I asked if I could have a new cd key added to my old account to which arenanet sent the following:

“In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/. "

So I did the above. I bought a new key on 11/21/2012, I applied it to my account. Still banned. Still unable to access the account I’ve now paid over $100 for an account I can’t use.

I have since issued 2 requests to have it changed over or for some explanation and the support team has completely ignored me for over a week now.

Edit: Where can I request a refund?

This sounds like simple human error. If you were told you could add a new code and rejoin the game — and the quoted text points to you having been told that — then you should be back in the game if you added a valid code.

Can you please give me your 12-digit incident number?

And because we have not stolen from you, I hope you’ll understand that I am going to change the subject line.